Prepaid Hours documentation

Requirements

• A Freshdesk account on a plan that includes time tracking and Marketplace applications.
• The API key of an agent who can see the tickets of your customer companies and add notes to them. An administrator's key is the simplest choice.

Configuration

The application asks for your Freshdesk subdomain (acme for acme.freshdesk.com) and an API key. Both are checked together against your account before installation completes. The key is stored as a Freshworks secure installation parameter: the platform attaches it to outbound request headers and it is never exposed to the browser.

On first use, new packages default to your Freshdesk account's time zone. Under Settings you can change that default, choose the address customer emails are sent from (customer emails stay off until you choose one), set the agents emailed by default at alerts, and limit who can change packages and settings.

Using it

• Packages: Add package, choose or search for the company, then set hours, renewal, start date, time zone, what counts, order and alert levels. Recount reads the time entries again.
• Ticket sidebar: open a ticket of a company with packages to see its balances. Refresh counts again.
• Alerts: they are checked whenever a time entry is logged or changed. One note is added per event, for the highest level reached that had not been sent yet in the period.
• Statement: choose the company and a package period (the last twelve are listed) or custom dates, then Build statement. Download CSV or Print / Save as PDF.

How time is counted

• An entry belongs to the day it was executed on, in the package's time zone, so an entry logged late on the last day of the month counts in that month.
• Entries are used in date order. Within one company, packages with a lower order number are used first; a package that is not active, not started or ended is skipped.
• Renewing periods start on the start day of each month, quarter or year. For a start day the month does not have (for example the 31st), the period starts on the month's last day.

Limits you should know

• Freshworks limits an application to 50 requests per minute per installation, and those requests count against your account's API limit.
• Counting reads up to 4,000 time entries per company from the ticket panel and the packages page, and up to 2,500 when an alert is checked; the screen says when the oldest entries were not read. A statement reads up to 6,000 entries and covers at most 400 days.
• The statement table on screen shows the first 300 entries; the CSV has all of them.
• Customer emails are sent with Freshdesk's outbound email, which records each one as a closed ticket for that contact.